An operator,not an advisor.
I help your leadership team work out where AI creates real commercial value, redesign how the work is actually done, and prove the case before you commit the money.
Change the work before you change the technology.
You keep paying for capability nobody uses, and you get asked to spend more on something that has not paid back yet.
The gap between what was bought and what it returned.
Businesses have spent heavily on AI. Most still cannot show what it returned. The way the work is done never changed. And nobody owned the question of whether the promised value ever arrived.
Formalus exists to close that gap. We help leadership teams decide where AI creates economic value, redesign the work around it, prove the case, and then govern whether the value the board approved actually turns up.
There is a simple reason this keeps happening. AI transformation needs two different capabilities. One is commercial. Where should AI be applied? What work should change? What is it worth? How should the business run differently, and is the value showing up? The other is technical. Which technology, and how it gets built, integrated, secured, deployed and supported.
The technical capability is widely available. Your Microsoft partner or MSP has it, and they are good at it. The commercial capability is the one almost nobody in the mid-market supplies. The implementation partner builds the thing. The advisory firm writes the strategy. The layer in between is the one nobody owns.
That is the layer Formalus owns. We do not sell software, licences or implementation. There is nothing for the advice to be bent towards.
Twenty-five years carrying the number.
I spent twenty-five years leading customer-facing change. General Manager, Vice President and Chief Product & Marketing Officer, across Vodafone, O2, Symantec, Staples, Equifax and Helvar. More than £24bn of customer revenue under direct accountability. I shipped the platforms. I signed the contracts. I stood in front of the board with the results.
I have also run transformation from the outside. As an independent senior transformation consultant I led two programmes for DHL, across EMEA and Asia Pacific, on customer resolution and how customer issues actually get resolved. Brought in to do the work, not to observe it — which is the same seat Formalus occupies now.
I did not watch these programmes from the outside. I ran them. Inside some of the best operators in the world, I learned what good looks like. Decide how the business needs to run before the platform is chosen. Hold that design through the build. Protect the benefits the board signed up for.
AI has not changed that. It has raised the stakes. Technology now speeds up whatever it finds, which means a badly designed process gets worse faster and more expensively than it used to.
The promise here is an operator’s promise. I have held the profit and loss. I have signed the contracts. I am not advising from the side of the room. This is the help I wanted when I was the one approving the spend. So I built it.
Twenty-five years across six firms.
Profit and loss accountability in customer-facing transformation — GM, VP and C-suite roles across telecoms, technology, retail, financial services and connected devices.
The operator credentials.
25years
Profit and loss accountability in customer-facing transformation.
£24bnrevenue
Under direct accountability across GM, VP and C-suite roles.
6firms
Vodafone · O2 · Symantec · Staples · Equifax · Helvar.
JD Poweraward
Best customer experience at consumer scale.
The full operating profile
Twenty-five years of accountability, six transformation programmes, the machine learning work at Equifax, and the current engagement at Greater Birmingham Chambers of Commerce — in two pages.
A note on the track record: these were operating model and process programmes, not AI projects. What carries across is the discipline and the accountability for the result. See the full evidence →
Independent by construction.
We help leadership teams decide where AI creates commercial value, redesign the operating model, prove the case, and govern the value through to realisation. We do not sell software, licences or implementation services. Once the AI Accelerator is complete, we help you choose the right implementation partner — and we stay involved as an independent advisor through delivery and beyond it.
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Monthly writing for mid-market boards: where AI actually pays, why programmes stall, and what the evidence is starting to show. Delivered through LinkedIn.
Change the work before you change the technology.
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